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Configure the service provider work order process ​

Overview ​

Configuring the service provider work order process has two stages. First, expose the Work Order object in the connected application and configure the portal. Then configure a provider on-site standard operation node in the connected work order process. For actions, recurring tasks, check-ins, and completion checks, see Configure service provider on-site standard operations.

Before you begin ​

  • The service provider portal has been opened and the service connected application is ready.
  • The service provider account, service provider engineer and their roles have been created, and the access channels used by the service provider have been determined.
  • The work order object to be opened has been prepared; if the process includes on-site standard operations, a service provider SOP template of type External Service Provider has been created.
  • The test service provider account, service provider engineer, and a test work order assigned to the service provider have been determined.

Operation steps ​

1. Open work order object ​

  1. Open the service connected application used by the service provider in Management>Connected Enterprise>Internet Application.
  2. Add or open the Work Order object in the Business Object settings of the connected application.
  3. Continue to configure the objects, functions, and data permissions of the service provider role in the service provider portal. Only opening the work order object will not automatically open the complete work order capability.

2. Configure service provider work order entry ​

  1. For a WeChat Official Account, add the service provider work order entry to its custom menu.
  2. When using the channel portal, configure the work order object menu in the portal workbench.
  3. Use the test service provider account to log in to the corresponding channel, and confirm that you can see the work order entry, and that the work order list only displays data that the current account has access to.

3. Configure on-site standard operation connected nodes ​

  1. Create or edit a work order process, enable Interconnected Process and select Service Provider Portal.
  2. Add the Onsite Standard Operation node under the service provider portal in the process canvas, and check Set as an connected node.
  3. Select the template mode in the node properties:
    • Specified Template: Directly select a set of service provider's on-site standard operation templates.
    • Match templates by rules: Match according to template application scope and priority; when the template is not matched, configure Automatically complete the node or set up a cover-up rule.
  4. Customize the main operation button name of the node as needed, and decide whether to hide the Complete button in the to-do list; the actual displayed text is subject to the enterprise configuration.
  5. Confirm that a node only executes a set of standard jobs. The node handler comes from the service provider handler configured in the standard job action; the default service provider action uses work order.service provider engineer.
  6. After saving the process, use the test work order assigned to the service provider or service provider engineer to verify the node flow.

For provider SOP action types, assignees, prerequisites, conditions, recurring actions, procedure check-ins, and completion rules, see Configure service provider on-site standard operations.

4. Verification service provider process ​

  1. Use the service provider account to enter the service provider work order from the configured WeChat Official Account or channel portal, and confirm that the entrance and work order list are visible.
  2. Let the test work order enter the standard operation node of the Internet site, and confirm that the service provider engineer receives the corresponding task on the service provider portal.
  3. Verify the specified template, rule matching template and unmatched auto-complete or cover-up rules respectively.
  4. The service provider's engineers will complete the on-site standard operations, check whether the work orders continue to flow according to the process, and confirm that the internal engineers will not receive any action from the service provider.

Expected results and verification ​

  • The service provider account can enter service provider work orders in the configured channel, and can only see work orders within the scope of authority.
  • After the work order enters the standard operation node of the Internet site, the task is distributed to the service provider engineer.
  • The specified template or rule matching template takes effect as expected; when there is no match, the configured auto-complete or redundant rules are executed.
  • After the service provider engineer completes the on-site standard work, the work order enters the next node of the process or ends the current node as configured.

Notes ​

  • Only opening work order objects cannot replace the object, function and data permission configuration of the service provider role.
  • Select Set as Connected Node for the on-site standard operation node. Otherwise, tasks do not follow the provider portal process.
  • A process node runs one standard operation. Use separate nodes or template-matching rules for different operation plans.
  • The service provider SOP must use the External Service Provider type, and the action handler should not follow the Work Order. Engineer rules of the internal SOP.
  • The actions and punch-in configuration of the service provider's on-site standard operations are not repeated on this page, and are subject to the special documents.

FAQ ​

There is no work order entry in the service provider portal. ​

Check whether the connected application has opened the work order object, and confirm that the current channel has configured the work order menu. If there is still no data after the entrance is visible, continue to check the data permissions of the service provider role.

The service provider engineer did not receive the on-site task ​

Confirm that the work order has been assigned to the service provider or service provider engineer, the process has enabled the interconnection process, and the on-site standard operation node has checked Set as an connected node.

The node does not match the standard job ​

Check template type, scope and priority. When you need to allow unmatched work orders to continue to flow, configure automatic completion nodes or cover-up rules, and verify them with test work orders.